Service Desk Analyst

Introducing Glory

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, Glory's people are transforming our customer's businesses every

day. Our automation solutions empower retailers, restaurants and financial institutions to save time,

money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has

been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is

built on our pioneering software and hardware combined with our dynamic people. Alongside our

technology, it's our people who drive our success.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that's why we are actively looking to recruit the

best of the best. Join Glory and you will be part of the force driving our transformative technology and

leading-edge innovations. That's because every Glory solution is powered by exceptional people like

you. People with experience, skills and dedication. Here, we prioritise the development and well-being

of our people. Across vibrant and collaborative workplaces, you'll team up with colleagues across the

world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global

impact? Join Glory in innovating the future of business transformation.

ROLE PURPOSE

We're currently looking for a Service Desk Analyst to join our dedicated support team. In this role, the

Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To fulfil

this position and be successful, you must have a good technical mindset, excellent customer service

skills and a degree of patience. Being on the front line involves exposure to senior individuals across

the organisation, meaning that the Service Desk Analyst must always present themselves appropriately,

demonstrating a high level of professionalism.

MAIN RESPONSIBILITIES

• Incident and Service Request logging, prioritization and assignment

• Managing the Service Desk number, when on shift, at all times

• FTF (First Time Fix) of as many Incidents as possible, within SLA

• Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line

• Accurately capturing required details to log tickets

• Reporting on statistics as required

• Fulfilling joiners, movers, leavers and any other requests in accordance with regulatory compliance Internal Document

REQUIRED EDUCATION, QUALIFICATIONS & EXPERIENCE

•Degree qualified (preferred) or similar level of higher education

•Good understanding of enterprise technologies

•Competent with Microsoft Office applications

•Experience working in a team on a 24x7 shift basis

•Experience working for a medium-sized enterprise business

•Experience working in the manufacturing industry and appropriate knowledge of related business applications

REQUIRED SKILLS AND COMPETENCIES

•Excellent Customer Service skills

•Strong foundation and / or passion for computing and IT

•Possesses first class attention to detail

•Has exceptional analytical skills and troubleshooting abilities

•Instils a commitment to providing exceptional support

•Works well under pressure

•Must be able to participate in team rota

•Strong communication skills in English, with a preference for proficiency in at least one of the following languages: Spanish, French, or German.

•Self-driven with a passion for the field and a thirst for personal development

• Team player; works well in a busy team and is quick to learn and able to deal with a wide range of issues

Glory Values

The Glory Values represent our commitment to collaboration, diversity and innovation. They serve as a practical blueprint of how we work together both with colleagues and customers. By living these values, we can tackle new challenges, exceed expectations, enhance our skills, and foster trust and respect in our work relationships.

• Customer Delight. We put our customers first

• Integrity. We do the right thing, always.

• Innovation. We embrace new challenges and shape the future.

• Speed. We move fast, that's how we stay ahead.

• Diversity & Respect. We value the strength in our differences.

• Teamwork. We succeed together.